I was hungry. It was time for lunch, and I didn’t have anything to eat. I discovered a bakery close by, and I decided to buy a bun with cheese. I’m not picky, not at all. But, as I talked to the woman behind the counter, I realized that they didn’t have anything without meat. I’m a vegetarian, and I asked her politely if she could make a bun for me with something, well, something not meat.
She smiled and said; of course. It was the perfect reaction, and this was an experience of great customer service, sort of like I expect it to be.
She turned around and walked into the room next door, and started to make my lunch. I was happy and I was content.
But, as I turned to my right, I discovered that more people had entered the bakery, and were anxious, waiting to order their lunch. Some of them were looking at me, and as even more people entered, I was hearing someone talking about me and were asking; why did he have to order. This takes forever.
I turned to my left, and I tried to look outside, instead of looking at the people next to me. I tried not to listen to what they were saying. And, as the woman appeared behind the counter, with her big smile, I wasn’t as happy as I was the last time I looked at her. I was a bit embarrassed.
I walked out of the bakery without looking at any of the people inside. I walked out thinking that I wasn’t hungry anymore.
The woman had been kind, and she did close to everything right, and her customer service, towards me, was perfect. But, because she hadn’t paid attention to what was happening in the store, that a lot of people had entered, she didn’t control the situation. Her smile and the food was perfect. But, when we talk about customer service, we need to focus on one thing.
Customer service is all about THE FEELING.
If the customer doesn’t feel that whatever we’re doing is right. It doesn’t matter if everything is close to perfect. It’s the feeling that matters. If you feel happy, then you’re happy. We’re creating relationships, and trust. But, it’s only when we understand that customer service is mere a feeling, that we can be truly successful.